The effects of satisfaction and loyalty on profits and growth: Products versus services

By Bo Edvardsson, Michael D. Johnson, Anders Gustafsson, Tore Strandvik. 2000

451 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/2391ef43486d1c8da10fceade87fa79df9927e34

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In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

An integrated framework for customer value and customer‐relationship‐management performance: a customer‐based perspective from China (2004, background): “, this study considered both customer satisfaction and brand loyalty – with the latter considered as a kind of lasting intention to build and maintain a long-term relationship, as the highest level of relational bonding, and as one dimension of relationship quality instead of commitment ( Edvardsson”
Customer sociability and the total service experience (2010, background): “In a service context, loyalty is more likely to be earned, whereas in a product context the potential to buy loyalty is greater (Edvardsson et al., 2000).”
Relationship Between Customer Satisfaction and Loyalty on the Internet (2011, background): “Second, customer loyalty has a positive effect on the profitability and revenues of the company, as demonstrated empirically by Edvardsson et al. (2000) and Naidu et al. (1999).”
Service Quality Perceptions and Customer Satisfaction: Evaluating the Role of Culture (2004, background): “, financial services, insurance) and products because it has been noted (Edvardsson et al. 2000) that product satisfaction is different in nature from services satisfaction.”
An exploratory study of performance measurement systems and relationships with performance results (2004, background): “Various other works studied the relationship between customer satisfaction, value and loyalty and financial performance (Brandt (2000), Anderson et al. (1994), Bernhardt et al. (2000), Edvardsson et al. (2000)).”
The Drivers of Customer Satisfaction and Loyalty. The Case of Denmark 2000–2002 (2004, background): “…and early warning is a sound decision since a number of studies from different industries has shown that satisfied and loyal customers improve the bottom line (Rucci et al., 1998; Bernhardt et al., 2000; Edvardsson et al., 2000; Kristensen et al., 2002; Eskildsen et al., 2003; Juhl et al., 2002).”
CSR and Customer Outcomes: The Mediating Role of Customer Engagement (2018, background): “Customer loyalty is the level of willingness of a customer to buy from a seller for a long time in the future [64].”
Effects of experiential elements on experiential satisfaction and loyalty intentions: a case study of the super basketball league in Taiwan (2007, background): “Customer satisfaction and loyalty intentions have been widely identified as important indications of profitability, especially for service firms (Anderson et al., 1994; Edvardsson et al., 2000).”
Attractiveness Factors Influencing Shoppers¡¯ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls (2012, background): “In particular, loyalty may be defined as a customer's intention or predisposition to purchase from the same organization again (Edvardsson et al, 2000), that result from the conviction that the value received from one seller is greater than the value available from other alternatives (Hallowell,…”